Bons Casino - El retiro del jugador se retrasa.

I applied for a withdrawal and it was approved, but the money hasn't been transferred for a month.

Even when I contacted support, they only replied that they had been checking with the provider for a month and nothing has progressed.

出金申請をして、承認されたが1カ月振り込みがない。

サポートに伝えても1カ月プロバイダーに確認中としか答えず、話が進まない。

Dear t.sato,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Could you please share with me your communication with the casino regarding the reasons for the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Can you tell me if my account has been fully verified?

→It has been confirmed.

Another withdrawal was made after a transaction where the withdrawal had not been made.

Have they told you why you can't withdraw your winnings? Is it a problem with the casino's internal system or your account?

Is it a problem?

→I am being taught this.

We have received a response from the payment provider saying they are currently checking the matter.

What games did you play to accumulate your current casino balance? (slots, live games, sports bets)

→Slots and live games.

- Could you please share with me the correspondence with the casino regarding the reason for the delay? Please send me an email or chat transcript to my email address. , or post a screenshot here

→We are currently in communication.

・アカウントが完全に確認されたかどうかを教えていただけますか?

→確認されています。

出金されていない案件の後に別の出金は出来ています。

・賞金を引き出せない理由を教えてもらったことがありますか? カジノ内部のシステムの問題ですか、それともあなたのアカウントだ

けの問題ですか?

→教えてもらっています。

決済プロバイダーに確認中のみの回答がきています。

・カジノの現在の残高を蓄積するために、どのゲームをプレイしましたか? (スロット、ライブゲーム、スポーツへの賭け)

→スロット、ライブゲームになります。

・遅延の理由についてカジノとのやり取りを教えていただけますか？メールまたはチャットの記録を私のメールアドレスまでお送りください。 tomas@casino.guru 、またはスクリーンショットをここに投稿してください

→やり取りをしています。

Thanks for your reply.

Could you please share a screenshot of your withdrawal requests found in your player's profile with the status visible?

A withdrawal of 90,000 yen was made on January 3rd and has even been approved.

1月3日の90000円が出金になり、承認までされています。

What's going on?

どうなってますか？

I apologize for not replying sooner.

Thank you very much, t.sato, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

How is it going?

どうなっていますか？

Dear t.sato,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Bons Casino representative to join this conversation.

Dear Bons Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

I applied for a withdrawal and it was approved, but the money hasn't been transferred for a month.

Even when I contacted support, they only replied that they had been checking with the provider for a month and nothing has progressed.

出金申請をして、承認されたが1カ月振り込みがない。

サポートに伝えても1カ月プロバイダーに確認中としか答えず、話が進まない。

How is it going?

どうなっていますか？

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The other day, I received an email reporting this under a different person's name, so I think my personal information has also been leaked.

先日、違う人の名前で報告のメールが来たので個人情報も流出していると思います。

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka

We’ve reopened this complaint at the request of Bons Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear t.sato,

I've received confirmation from the casino, that after temporary issue, you have been able to withdraw money from your account. Could you please confirm, you have received the full disputed amount by now?

Thank you.

Dear t.sato,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.